Lead Agent, Passenger Service, GSP

Job Description

Job Description

Trego-Dugan Aviation is hiring Lead Customer Service Agents.

General Purpose of Job :

Lead Customer Service Agent is responsible for the direct oversight of Airline products and provides direction, training, and support to Customer Service Agents to ensure that productivity levels and customer service requirements are being met and that front-line employees are complying with all safety, quality, and compliance standards established by the Company, by our clients, and by regulatory authorities. Lead by example, exemplifying integrity, professionalism, and excellent communication skills. Motivate to achieve results while leading people somewhat and with respect. Must be committed to serving the customer and have an outstanding customer service focus.

Essential Duties and RESPONSIBILITIES :

• Plans, organizes, directs, and participates in the Customer Service operations for both contracted commercial flights and charter aircraft. Customer Service operations include passenger check-in, security screening, baggage transfers to and from aircraft, aircraft deicing, cleaning, lavatory services, and power unit hookups.
• Directs and trains assigned Customer Service Agents working on the product. Training includes new employee training and ongoing in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Schedules the Job Training (OJT) as required, including record keeping.
• Completes the weekly airline deposits, daily sales reports, and other reports as requested by the Station and our Customer Service Manager.
• Troubleshoot Agent and Passenger issues, providing short- and long-term solutions.
• Daily review of the aircraft flight schedule and advise the Station Manager and others as required.
• Order supplies as required and notification of all necessary parties.
• Responds to procedural questions from agents while encouraging independence and providing additional training as needed.
• Implements departmental policy as directed for Customer Service operations. Advises the Customer Service Supervisor on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Customer Service activities with air carrier personnel, station managers, and Transportation Security Administration (TSA) representatives as required for assigned shifts.
• Participates in the operation and training of various types of ground equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, tow bars and portable stairs in and around aircraft. Ensures ground equipment is always maintained in good working order.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives, and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports on ground service activities and Customer Service Agents as required.
• Creates and maintains a frequently asked question manual for agents.
• Must be available to work various shifts, including swing and graveyard, plus weekends and holidays.

Competency / Behavioral Requirements :

PHYSICAL Demands :

You must be able to carry a 70-pound suitcase from the floor to 18 inches and carry a 70-pound suitcase in front of you with both hands for a distance of up to 25 feet; you must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time. Must have sufficient vision and ability to perform the position's essential functions safely.

Work Environment :

Works both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen; subject to a variety of mechanical, electrical, chemical, toxic waste, and other safety hazards associated with or working around aircraft, vehicles, equipment, fuel, etc.; subject to constant and extreme noise, strong odors, fumes, and poor lighting due to working at night; possible exposure to disease due to aircraft lavatory work.

Other Requirements and Qualifications :

Education, Experience, and Training : Requires 1-year experience in the aviation industry. At least 6 months of experience must be equivalent to an Airline Service Agent, including ticketing and / or Ramp Services support.

Knowledge : Thorough working knowledge of the aircraft used at the station. Thorough working knowledge of current FAA / TSA security directives & the procedures affecting Ramp Services and general procedures for passenger processing and baggage transfers.

Miscellaneous Requirements : Must pass a background investigation with a fingerprint-based criminal records check by Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration. Safety-sensitive employees must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40. Must be able to work various assigned shifts, including evenings and weekends.